that's great, but I think this feature needs a little more granularity.

We want departments and their managers to receive new ticket alerts. And we want departments, managers and directors/someone-above-managers to receive the stale ticket alerts.

it makes total sense for the team and manager to receive new ticket and stale ticket alerts

their bosses, however, only need to receive stale ticket alerts

new feature request? maybe each users has an "escalation" or "stale ticket" option, like team membership. Or, even better, a matrix for which departments (?) and which type of messages each user receives